Customer Service Representative - Dayton, NJ

　　The opportunity:

　　The Customer Service Representative (CSR) represents WestRock to the customer and acts as a critical liaison between the customer, sales, and operations teams. The CSR receives and processes routine customer orders, inquiries, and/or customer issues related to orders. The CSR maintains the ongoing relationship with multiple customers and sales staff, utilizing knowledge of products, logistics, production planning, and inventory management.

　　How you will impact WestRock:

　　Business Excellence

　　Provide pricing, inventory availability and production schedule information to customers

　　Track warehouse inventories and update customers on order status

　　Run customized reports and share data with customers

　　Review customer credit information to ensure necessary credit is established for customer

　　orders

　　Track order activity and alert appropriate staff of any potential delivery problems

　　Suggest alternative products or services to meet customer needs when appropriate

　　Support the development of corrective action plans to enable the Quality Manager to research

　　and troubleshoot quality issues

　　Record, organize, and process orders and/or inquiries received by telephone, email, and/or

　　through personal customer contact

　　Obtain pricing for services and materials required for the manufacturing of customer items that

　　must be manufactured at a different facility

　　People and Culture

　　Serve as a connection between customers and sales staff to ensure responsiveness and

　　customer satisfaction

　　Collaborate and negotiate viable solutions to maintain customer satisfaction while delivering on

　　WestRock values

　　Partner with Quality Manager to resolve routine customer issues

　　Partner with Pre-Pricing specialist to build customer specifications and review with production

　　team to ensure efficient production

　　Quickly and effectively resolve customer or production issues maintaining clear communication

　　with customers on status and resolution

　　What you need to succeed:

　　Critical Skills / Capabilities:

　　Customer-Oriented: Demonstrates concern for satisfying external and/or internal customers;

　　resolves customer issues in a timely manner; communicates with customers to ensure

　　alignment and satisfaction; ability to operate with customers' best interests in mind

　　Communication: Clearly exchanges thoughts, ideas, and messages through written, verbal,

　　and non-verbal methods that promote an understanding with the target audience; listens

　　carefully and attentively

　　Collaboration: Works effectively with others to complete a task or achieve a common

　　objective; ability to cooperate in both interpersonal and team relationships to foster

　　enthusiasm and maintain mutual trust, candor, and respect for others. Works through conflict

　　constructively

　　Problem-Solving: Identifies and analyzes problems; weighs relevance and accuracy of

　　information; generates and evaluates alternative solutions; makes recommendations;

　　demonstrates tackling a problem by using a logical, systematic, or sequential approach

　　Growth and Results Oriented: Demonstrates an interest, willingness and drive to learn new

　　things; seeks to understand concepts, processes, and ideas within area of functional

　　expertise; naturally inquisitive; sets meaningful goals for personal work productivity

　　Organizational Skills: Plans, arranges and/or monitor's work to ensure achievement of

　　desired results; establishes a systematic course of action to accomplish objectives

　　Technical Skills:

　　Microsoft Office - Excel, Outlook, PowerPoint

　　Order entry system experience (e.g. AS/400)

　　Other Qualifications:

　　To perform the duties of the job, this role requires:

　　Frequently using fingers to type with two hands

　　Occasionally reaching by extending fingers on one hand

　　Occasionally reaching by extending two arms

　　Occasionally using fingers to grasp with two hands

　　Occasionally using fingers to pinch with two hands

　　The spoken exchange of ideas to be performed loudly 50-75% of the time

　　The spoken exchange of ideas to be performed quickly 50-75% of the time

　　The safe and accurate preparation and analyzing of data and figures, monitoring of a computer

　　terminal, or inspection of small defects or parts

　　Work Environment:

　　Constantly works indoors, in an environment that is climate controlled

　　The role is frequently sedentary, which entails sitting or being stationary

　　Occasionally stands or walks for 1-2 hours at a time

　　Noisy work environment; maintain strict adherence to safety rules and regulations

　　Experience/Educational/Skill Requirements:

　　Required: 3+ years of customer service-related work experience in manufacturing environment or other industries

　　Preferred: 3 to 5 years of manufacturing industry experience Education:

　　Required: High School diploma or G.E.D.

　　What we offer:

　　Corporate culture is based on integrity, respect, accountability, and excellence.

　　Comprehensive training with numerous learning and development opportunities

　　An attractive salary reflecting skills, competencies, and potential.

　　A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.

　　WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/ Disabled/Veterans.

　　WestRock (NYSE:WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock's team members support customers around the world from locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.

　　WestRock is an Equal Opportunity Employer. We strive to create and maintain a diverse workforce where everyone feels valued, respected, and included. WestRock does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local law.